Technical Product Manager - Agentforce Service Cloud

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Product Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. About the Team The Customer Engineering team is Salesforce's zero-to-one product hardening function for Service Cloud and Agentforce. We embed senior engineers directly with a small portfolio of selected lighthouse customers — getting Agentforce Service capabilities live in production, fast, and fixing what we find at the product level. Every engagement produces two outputs: a working customer deployment and product improvements. Blockers are resolved in the codebase, not in bespoke workarounds. Field learnings feed directly into the Agentforce product roadmap. We sit where engineering sits. The Role Technical depth required. Customer instinct is essential. Be curious. We are hiring a Product Deployed Engineer to embed with lighthouse customers across the full Agentforce Service Cloud portfolio — Help Agent, Voice, NGA/Script, Service Rep Assistant, and Self Service. You will own end-to-end delivery within your customer pod: from initial deployment through production hardening. You will resolve the blockers others cannot, ship fixes into the core product, and turn every field learning into a reusable asset the broader Salesforce ecosystem can deploy at scale. This is not configuration work. This is senior product engineering with a live customer on the other side of every decision. What You'll Do Embed with selected lighthouse customers across Agentforce Service use cases — Help Agent, Voice, NGA/Script, Service Rep Assistant, Agentic Self Service — and get them live in production. Own technical delivery end-to-end: architecture decisions, agent logic, integration design, deployment, and production validation. Resolve customer blockers at the product level — shipping fixes into the Agentforce codebase, not into one-off customer workarounds. 80%+ of blockers resolved via product code (the two-check-in model). Design and build agentic systems on the Agentforce platform: agent topics and actions, tool calls, multi-agent orchestration, MCP and the integration patterns that hold up in enterprise environments. Own the data lifecycle for each deployment: knowledge readiness, data modeling, pipeline design, and AI readiness. Contribute field learnings, reusable skills, and observability patterns to the Agentforce product team — your work becomes the standard others deploy from. Surface platform gaps and edge cases directly to Product & Engineering. Your real-world production experience is the most credible input to the Agentforce roadmap. Mentor engineers within your pod through code reviews, paired sessions, and shared delivery. Your engineering standards propagate. Operate at 3x engineering productivity — 100% AI-tooled with Cursor, Claude, and Salesforce coding products embedded into every delivery. What We're Looking For Experience & Technical Foundation: 8+ years of software engineering or technical delivery experience, with proven end-to-end ownership of scalable production systems in enterprise AI, cloud, or SaaS. Programming Expertise: Expert in at least one of Python, JavaScript/TypeScript, Java, or Apex — and conversant in the others. Full-stack/polyglots who can solve problems regardless of the specific technical stack. Advanced AI Capabilities: Hands-on production experience with AI technologies, ML, NLP, and LLMs (prompt engineering, grounding, RAG, agent orchestration). You can diagnose why a solution is failing and ship the fix for both the customer and the core platform. Deep Salesforce Expertise: Extensive, deep understanding of the Salesforce platform and ecosystem (Agentforce, Apex, LWC, Flows, APIs). You know the platform well enough to find its edges. Customer-Centric Problem Solving: Exceptional analytical skills with a passion for customer success. You have a strong desire to help customers achieve their goals through AI innovation, thriving in ambiguity and adapting quickly to new challenges. Bias for Action: Proactive, self-starter with an entrepreneurial, "get-things-done" mindset. You drive fast delivery and possess strong ownership, but you also have the judgment to know when fast is the wrong call. Scalability & Collaboration: Track record of working effectively in cross-functional teams to create reusable assets—frameworks, playbooks, and internal tooling that others build from. Communication: Excellent written and verbal communication skills. You communicate clearly and credibly, with the ability to explain complex technical concepts to engineering peers, customer architects, executive stakeholders, and non-technical audiences. Adaptability & Engagement: Thrives in a fast-paced, dynamic environment and is comfortable with change. Excited to travel ~25% of the time, building strong relationships while embedded with customer engineering teams on-site. Nice to Have Salesforce certifications: Platform Developer I/II, Agentforce Specialist, System Architect, Data Cloud. Data & Integration: Deep experience in data modeling, processing, and AI readiness — across Salesforce Data Cloud, Snowflake, Databricks, or equivalent platforms. Agent Frameworks: Experience with agent frameworks: LangChain, LlamaIndex, or equivalent orchestration patterns. DevOps: Familiarity with DevOps/CI-CD practices, observability tooling, and data governance in enterprise environments. Consulting: Prior customer-facing technical delivery: consulting, FDE, or professional services. Industry Presence: Open-source contributions, published technical writing, or conference presentations. What Success Looks Like Products get harder and better - we enable scale to be delivered by the eco-system! We shrink time to implement driving to Lighthouse customers go live on Agentforce Service capabilities 80%+ of customer blockers resolved via product code — not bespoke customer workarounds. Field learnings shipped back into the Agentforce product roadmap each quarter. Reusable skills, evals, and deployment patterns contributed to the broader Customer Engineering standards library. 3x engineering productivity maintained through AI-tooled delivery practices. Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.